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CA Service Desk Manager - Updating the Ticket Status

This training was designed for customer service analysts and will describe the functions required to perform the role of an analyst working with the Service Desk product to update tickets.


To change the status of a ticket:

1. View the ticket.

2. From the Ticket Detail window, select Activities, then Update Status

A Status Change Request window will open.

StatusUpdate

3. Use the dropdown under New Status to choose from the list of provided statuses.  

You MUST change from one status to another status in order to save comments entered in the Description field.  To add comments without a status change, use Log Comment instead.

4. Click the Save button to save your changes and return to the ticket.

     The activity is added to the Activities Tab.

Tip: You can also select the Edit button, then use the dropdown under New Status to choose from the list of provided statuses and click the Save button.


Updated Ticket Status by Manual Notification

By contacting an end user using Manual Notify, it allows end users to reply to the manual notification through the Service Desk tool. When a manual notification is sent, Service Desk updates the status automatically to “Awaiting Information”. Once an end user replies to that manual notification message, Service Desk references the ticket that needs to be updated, and updates the status automatically to “Client Updated”.






Keywords:AITS, training, updating tickets with activity, ticket status, logging a callback, logging comments in tickets, r14.1, SDM   Doc ID:66863
Owner:Shawn L.Group:University of Illinois System
Created:2016-09-12 14:24 CSTUpdated:2017-09-22 13:04 CST
Sites:University of Illinois System
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